TURNING TEAM MISUNDERSTANDINGS INTO GROWTH OPPORTUNITIES

 The key to turning conflict into growth is addressing it head-on, argues LINUS OKORIE

Misunderstandings are not just inevitable—they’re practically guaranteed in today’s collaborative work environment. No matter how skilled or motivated your team is, unclear instructions, mismatched expectations, or simple misinterpretations can lead to confusion and, in many cases, conflict. While it’s easy to view these moments of miscommunication as setbacks or sources of frustration, what if they were actually opportunities in disguise?

Stephen Covey famously said that “most people do not listen with the intent to understand; they listen with the intent to reply”. This truth is the gap in understanding that creates conflict among the team, threatening productivity and morale. Let’s face it: the costs of team misunderstandings are high. A report by the Economist Intelligence Unit revealed that poor communication in the workplace leads to delays by 44%, failures to complete projects by 18%, and even lost sales by 25%. But here’s the good news: when handled correctly, these can become powerful drivers for improvement and innovation. By using leadership strategies that embrace clarity, conflict resolution, and proactive communication, you can turn what initially seems like a breakdown into a breakthrough.

The truth is, the best leaders don’t shy away from miscommunication. Misunderstandings, when approached thoughtfully, can serve as fuel to sharpen team dynamics, leading to improved communication and stronger collaboration. When roles, tasks, or goals aren’t explicitly outlined, people start to fill in the gaps themselves—and that’s where things often go wrong. Imagine this scenario: A project manager gives a team the directive to “make sure the report is thorough and well-researched.” To the manager, this seems clear. But to the team, the word “thorough” could mean different things. Some might think they need to compile extensive data, while others might focus on providing in-depth analysis on fewer points. In the end, what gets delivered isn’t what was envisioned, and frustration ensues.

A Gallup study found that only about 50% of employees know what’s expected of them at work. When expectations are left to interpretation, it’s no wonder that miscommunication follows, leading to wasted time, incomplete projects, and even diminished morale. Leaders need to take a proactive approach to expectation setting, ensuring there is no ambiguity in what success looks like. Clear communication is the antidote to this. It’s not just about telling people what to do; it’s about ensuring that everyone is aligned on what the outcome should be, how to get there, and who is responsible for each piece of the puzzle. A leader’s ability to set these clear expectations can eliminate confusion and allow teams to operate at their highest potential.

Conflict is often a byproduct of miscommunication, but when handled properly, it can actually be a springboard for growth. The trick is to shift the narrative: instead of viewing conflict as something to avoid or quickly resolve, view it as an opportunity to dig deeper into what’s driving the misunderstanding and how it can be corrected for future success.

During her early days, Netflix experienced internal conflicts due to varying interpretations of the company’s values, especially around freedom and responsibility. Rather than sidestep these tensions, CEO Reed Hastings used them as learning opportunities. Hastings worked with his leadership team to clarify the company’s values and ensure that everyone understood the expectations around them. This approach not only quelled the conflict but also helped solidify a work culture that now emphasizes clear communication and autonomy—a hallmark of Netflix’s success today. The key to turning conflict into growth is addressing it head-on. Leaders should not fear disagreements but instead see them as windows into deeper issues that need to be addressed. Ask questions to understand each side’s perspective, focus on the root causes of the misunderstanding, and use the conflict as a way to improve team communication moving forward.

One of the simplest yet most effective ways to prevent miscommunication is ensuring that every team member understands their role clearly. Ambiguity in role definitions can lead to overlap, confusion, or even inaction, where important tasks fall through the cracks because no one knew they were responsible. In 1970, when the spacecraft was damaged, NASA’s ground team faced a life-or-death challenge: bring the astronauts home safely. Every team member on the ground knew their precise role, and because of this clear division of responsibilities, they were able to work together efficiently to save the astronauts. Without such clarity, the outcome could have been disastrous.

In the workplace, role clarity starts with leaders who define not just the big-picture goals but also the specific contributions each team member needs to make. This involves more than just job titles; it’s about making sure that each person understands how their daily actions contribute to team success. When roles are clearly defined and well understood, team members can focus on what they do best, reducing the risk of miscommunication.

Handling conflict is an art, especially in a team setting. Whether the conflict stems from a minor misunderstanding or a deeper issue, how a leader responds can make all the difference. Here are some conflict resolution strategies that leaders can use to not only resolve tensions but also strengthen team dynamics:

One, Encourage Open Communication: Encourage team members to voice their concerns early and often. When people feel comfortable expressing their thoughts and asking for clarification, it reduces the chances of miscommunication spiraling out of control.

Two,  Actively Listen to All Sides: It’s easy to jump to conclusions in the heat of conflict, but effective leaders take the time to listen—really listen—to all perspectives involved. This helps in understanding the root cause of the issue, rather than just addressing the surface symptoms. By giving each party a chance to explain their side, leaders can guide the team toward a more collaborative solution.

Three, Focus on Problem-Solving, Not Blame: In moments of conflict, the instinct might be to assign blame. But that rarely solves the problem. Instead, encourage a solutions-oriented mindset. Ask questions like, “What can we learn from this situation?” and “How can we prevent this from happening again?” This shifts the conversation from finger-pointing to constructive problem-solving.

Four, Reframe Conflict as a Learning Moment: Leaders who can shift the narrative from “failure” to “learning” can turn even the most challenging conflicts into opportunities for team development. Remind your team that miscommunication is natural in dealing with humans, but it’s how they respond that matters most.

The most successful teams aren’t the ones that avoid conflict; they’re the ones that learn from it. With the right leadership strategies, every misunderstanding has the potential to become a stepping stone toward greater collaboration, innovation, and growth.

 Okorie MFR is a leadership development expert spanning 30 years in the research, teaching and coaching of leadership in Africa and across the world. He is the CEO of the GOTNI Leadership Centre.